Results of the PATIENT SURVEY 2014

Transcription

1 Results of the PATIENT SURVEY 2014 Question 1 Statistics and demographics The survey ran from 11/2/2014 to 17/3/2014. Overall 536 surveys were returned It was again noted that the online response rate saw surges in responses during the 24 hours following a text being sent, with an approximate yield of 120 from the text. This was also noted in 2012 & Again approximately half the responses were on paper and inputted by practice staff. List size = 8655 (on 16/3/14) Sample size = 6.2% of the practice population, compared with 5.8% in 2013 and 4.03% in 2012 Respondent demographics

2 Ethnicity of respondents Patients were invited to indicate which ethnic background they most identified with. 470 of 510 respondents did this. Data is best summarised as follows: Black 3 Middle East 2 Black African 18 Mixed Race 4 Black British 1 Other White 1 Black Caribbean 3 Polish 1 British 77 Turkish 1 Catholic 1 Tyke 1 Church of England 3 UK 1 English 63 White 30 European 1 White British 256 Indian 1 White Irish 1 Martians 1 Presentation of results from 2014 Survey The results will again be presented in four ways. 1. Score. The average star rating given by all respondents, with the total number of respondents out of 536 people surveyed. (Where there was an equivalent question in the previous survey, this is quoted in italic parentheses). 2. Summary data. A table of how people voted overall. 3. Wordle. A useful word tool image. All the free text comments for a particular question are put into a processor at and an image is produced. Words that are used more frequently in responses appear more prominently in the image. 4. Key Themes. Key themes and comments are summarised in a small table.

3 Question 2 Satisfaction with premises. Thinking about the changes to the building itself, waiting room, cleanliness, facilities, decoration and consulting rooms overall how satisfied are you with the medical centre? Survey 2014 (Survey 2013 Question 3) 528 people answered the question (504) Average Score = 4.39 (4.09) 465 (88%) giving either 4 or 5 Stars (386, 76.6%) 20 (3.7%) giving either 1 or 2 Stars (30, 6%) 57 Comments or suggestions (73 comments) Summary Data premises

4 Wordle Premises Key Themes Premises 528 responses, 57 comments, 4.39 /5 Star Rating Significant improvements in reported satisfaction. Many positive comments about the expansion, reconfiguration and refurbishment of the waiting room. (ACTION PLAN IDEA) Blind patient pointed out inconsistency with automatic door triggering (auto vs button). Both should not be in use. Feels he looked sill being unaware of second door needing a button (ACTION PLAN IDEA) Touch screen check in (Privacy when entering data) (ACTION PLAN IDEA) Calling of patients by name has been criticised since the Numed display screens have been installed. Switch on voice send in and advertise Quiet send in to patients and staff. Training the system to get voices right. Parking features heavily again. We didn t ask about parking this year as we feel there are no further possible changes to make. (ACTION PLAN IDEA) Awareness of the current system seems to be an issue (ACTION PLAN IDEA) Respond to comments suggesting we buy more land New doors more draughty (?) Bigger play area for kids More seating requested Germs on the new push to open sliding door button Boring décor and request for pictures (ACTION PLAN IDEA) Sheffield Photographic Society perhaps content on the screens if not on the walls Patient complained that had tripped on carpet gripper (ACTION PLAN IDEA) review trip hazards around public areas (ACTION PLAN IDEA) Better reading material (more health related)

5 Question 3 Satisfaction with Clinical Staff How satisfied are you with the professionalism, expertise and courtesy of the doctors and nurses at the medical centre? Score Clinical Staff Survey 2014 (Survey 2013) 526 people answered the question (503) Average Score = 4.43 (4.34) 461 (87.6%) giving either 4 or 5 Stars (425, 84.5%) 14 (2.7%) giving either 1 or 2 Stars (20, 4%) 55 Comments or suggestions Summary Data Clinical Staff

6 Wordle Clinical Staff Key Themes Clinical Staff 526 responses, 55 comments, 4.43 /5 Star Rating Generally high levels of satisfaction Upset at limited time in appointments (ACTION PLAN IDEA) Advertise double appointments (ACTION PLAN IDEA) Clarify with GPs that 10min appointments are allowed to have more than one thing (the 1 problem only rule applies only to TMS) Three Minute Surgery described as rushed (ACTION PLAN IDEA) presentation on the role of the TMS Slow to complete private forms Some personal GP feedback to be given individually and not in the scope of this report Some general feedback on GPs not listening

7 Question 4 Satisfaction with our Reception and Support Staff How satisfied are you with the professionalism, expertise and courtesy of the reception and support staff at the medical centre? Score Services Survey 2014 (Survey 2013) 526 people answered the question (501) Average Score = 4.28 (4.06) 435 (82.7%) giving either 4 or 5 Stars (373, 74.5%) 29 (5.5%) giving either 1 or 2 Stars (44, 8.8%) 52 Comments or suggestions Summary Data Services

8 Wordle Reception and Support Staff Key Themes Reception and Support Staff 526 responses, 52 comments, 4.28 /5 Star Rating Again overwhelmingly positive. Including recognition of improvement. An interesting comment about lack of awareness from reception of a patient whose condition was deteriorating and who didn t know how to ask for help. (ACTION PLAN IDEA) Something on the screens about how to handle this and staff training Patient being asked why they need an appointment by reception. (ACTION PLAN IDEA) This is not part of the system training in how this should be handled. Numerous comments about staff being rude. (ACTION PLAN IDEA) This is not acceptable but is not the overall perception from the survey. Training. (ACTION PLAN IDEA) Staff meeting presentation of results of the survey by JM Sign saying Wait here perhaps means cannot be seen if the desk is empty (ACTION PLAN IDEA) Stella to look into the logistics of this. Probably not a problem. Patient information being mislaid

9 Question 5 Satisfaction with Telephone Access to a Clinician Following changes in 2013 that allow anyone calling the surgery to speak with a doctor or nurse on the same day how satisfied are you with this new service? Score Satisfaction with Telephone Access to a Clinician Survey 2014 (Survey 2013) 436 people had used this service (374) Average Score = 4.46 (4.22) 383 (87.8%) giving either 4 or 5 Stars (303, 81%) 13 (3%) giving either 1 or 2 Stars (25, 6.7%) 41 Comments or suggestions Summary Data Satisfaction with Telephone Access to a Clinician

10 Wordle Satisfaction with Telephone Access to a Clinician Key Themes Satisfaction with Telephone Access to a Clinician 528 responses, 41 comments, 4.46 /5 Star Rating Some people find it difficult to get down on the same day Information passed to the GP seemed inaccurate to the patient (ACTION PLAN IDEA) training around the role of the slot notes for passing on info Request that we don t call back from withheld numbers (ACTION PLAN IDEA) not what we think we are doing review Comment from the parent of an 8 year old. Waited 2 hours for a call back when the child was sick. Went to A&E in that time as perception they had deteriorated. (ACTION PLAN IDEA) Issues here include: Our role and where we fit in as an emergency service What we explain to parents/patients in this regard o Call back if deteriorates? o Call 999 if deteriorates? Should we push all children to the top of a mixed list? Estimated time for a call back requested Another told 9-11 but ended up being 1330 (bumped to afternoon post TMS list) (ACTION PLAN IDEA) Feasibility analysis for giving call back times (ACTION PLAN IDEA) Someone to always mop up morning calls if unfinished before TMS (Booster) Policy for call backs if failed contact (consistency) Distinction between routine phone access (continuity) and same day phone access (urgency) (ACTION PLAN IDEA) Staff training

11 Question 6 Satisfaction with Same Day Urgent Access to Clinical Care Following changes in 2013 that allow anyone calling the surgery to speak with a doctor or nurse and be seen that same day, how satisfied are you with this new service? Score Satisfaction with Same Day Urgent Access to Clinical Care Survey people had used this service Average Score = (73%) giving either 4 or 5 Stars 50 (12.6%) giving either 1 or 2 Stars 42 Comments or suggestions Summary Data Satisfaction with Same Day Urgent Access to Clinical Care

12 Wordle Satisfaction with Same Day Urgent Access to Clinical Care Key Themes Satisfaction with Same Day Urgent Access to Clinical Care 523 responses, 42 comments, 4.04 /5 Star Rating Struggle getting in as working away Only getting offered Three Minute Surgery (ACTION PLAN IDEA) People who already feel they need longer AND today need to be called back - training. Definition of the term Urgent Same day access not always offered (only told there is 2-3 weeks) (ACTION PLAN IDEA) Raise awareness of service for patients and staff Not enough appointments available Access for working people

13 Question 7 Satisfaction with pre-bookable Routine Access to Clinical Care How satisfied are you with arranging to see a nurse or a doctor for a routine (non-urgent) matter? Score Satisfaction with pre-bookable Routine Access to Clinical Care Survey people had used this service Average Score = (63.4%) giving either 4 or 5 Stars 86 (18.18%) giving either 1 or 2 Stars 83 Comments or suggestions Summary Data Satisfaction with pre-bookable Routine Access to Clinical Care

14 Wordle Satisfaction with pre-bookable Routine Access to Clinical Care Key Themes Satisfaction with pre-bookable Routine Access to Clinical Care 525 responses, 83 comments, 3.73 /5 Star Rating Most comments relate to the 2-3 week waiting time for a routine appointment (ACTION PLAN IDEA) Discuss dedicating more clinical staff time to routine appointments this would need to be commissioned. Discussion needed about balancing Same Day and Routine care. Lack of provision for medical problems that fall between same day and next routine appointment Opportunity for people to comment about the waiting time once they are here for an appointment (ACTION PLAN IDEA) Screen to explain and apologise in general if GPs run late? Request for early morning, late evening and weekends (n=5) (ACTION PLAN IDEA) Raise awareness of extended evening surgery on a Wednesday (ACTION PLAN IDEA) discussion trial of only offering this if people cannot make another slot (i.e. ring-fencing this hour and not simply offering it as a next available appointment) Waiting 3 weeks for routine OK but if need from our side to cancel appt then ends up another 3 weeks. Good Point. (ACTION PLAN IDEA) Discuss a process for this -?needs another triage call to reassess (nurse). When trying to see a GP for a chronic condition it is not always possible to wait 3 weeks. But, to see a different GP can cause anxiety due to having to start explaining everything again. The waits are ludicrous and, as someone qualified as a systems practitioner I would love to get my hands on your booking system and showing you were it is going wrong! (I helped plan the A&E waiting time reduction scheme a few years ago and their waiting time went from 5 hours to 40 minutes for the average patient!) Confrontational but interesting. (ACTION PLAN IDEA) Any way to trace this respondent and discuss? Other responses saved to file: Response_431_ pdf Request for medication review to be done over the phone Discrepancy between availability of online appointments and over the phone appointments noticed by one patient. This is because not all appointments are available on EMIS Access at the moment. (ACTION PLAN IDEA) Definite plan to rectify this then. Nurse appointments noted to be much sooner than GP ones (ACTION PLAN IDEA) are we using the nurse for routine work enough? Review of their strengths and what they can offer. Clinical meeting?

15 Question 8 Medical Robots How would you feel about the installation of a new system that allowed you to check your measurements (such as blood pressure, height & weight) or answer health questions previously asked by a member of staff? Score Medical Robots Survey people answered the question Average Score = (57.9%) giving either 4 or 5 Stars 103 (20%) giving either 1 or 2 Stars 75 Comments or suggestions Summary Data Medical Robots

16 Wordle Medical Robots 513 responses, 75 comments, 3.61 /5 Star Rating Generally a mixed response perhaps because the question was vague and didn t explain the terms properly. Requests to see how this would work in practice (ACTION PLAN IDEA) Have a video on the screens showing the kit with a discussion / pole before purchasing Concerns over privacy (many comments) Concerns over the use of NHS money Concerns over lack of personal care and reassurance (many comments) Concern over reliability, accuracy and fabrication of results Some patients may over use it and worry themselves May improve waiting times (although nurse waiting times not too bad) Useful for someone wanting to lose weight and be monitored Criticism that doctors and nurses ought to have the time to do this Would it cater for disabilities such as sight, hearing or mobility impaired?

17 Question 9 Are you a Carer? Are you looking after someone else s medical needs? How easy do you find it to get extra help related to care & caring from the medical centre? Score Are you a Carer? Survey people answered the question as applicable to them Average Score = (50%) giving either 4 or 5 Stars 10 (22.7%) giving either 1 or 2 Stars 13 Comments or suggestions Summary Data Are you a Carer?

18 Wordle Are you a Carer? Key Themes Are you a Carer? 508 responses, (only 44 applicable), 13 comments, 3.34 /5 Star Rating Some very complimentary comments about care provided by practice and Community Nursing Access to routine appointments tricky when working and a carer Wanting to know where to go to get help to care for the elderly Never been asked if they need assistance (ACTION PLAN IDEA) Raise awareness (ACTION PLAN IDEA) From here and the forum we have some evidence that we need to raise the profile of the needs of carers and what is available for them locally and at the surgery.

19 Question 10 People Being Cared For Do you rely on someone to care for you? How easy do you find it to get extra help related to care & caring from the medical centre? Score People Being Cared For Survey people answered the question as applicable Average Score = (40%) giving either 4 or 5 Stars 8 (26.7%) giving either 1 or 2 Stars 16 Comments or suggestions Summary Data People Being Cared For

20 Wordle People Being Cared For Key Themes People Being Cared For 510 responses (only 30 applicable), 10 comments, 3.23 /5 Star Rating Waiting times for routine appointments mentioned again Young carer (child, daughter) respondent says GP may not know Several people relying on daughters Some evidence of people not knowing when a relative can be defined as a carer : my daughter looks after me,but she is not a carer, just a caring daughter. People needing care for relatives when depression is bad (ACTION PLAN IDEA) From here and the forum we have some evidence that we need to raise the profile of the needs of carers and what is available for them locally and at the surgery. (ACTION PLAN IDEA) Carer campaign, we want to know and to register you as a carer/ cared for person Practice leaflet Practice Newsletter Practice screens Carers of all ages Staff to learn how to register on EMIS Web Discussion with Community Support Worker Ask Carer s Centre to come and see us after building more of a register

21 Summary of all Survey Responses 536 Respondents, 6.2% practice.